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Inside Sales Manager/Customer Service Manager
7 days ago
Position:
Inside Sales and Customer Operations Manager
Location:
Mississauga (on-site 5 days a week)
Job Type:
Permanent
We are looking to hire a dynamic Inside Sales and Customer Operations Manager for a great manufacturing client located in Mississauga.
Lead and inspire the customer care team, ensuring they provide exceptional service to customers, distributors, and partners throughout the manufacturing processManage end to end life cycle of customer care, quoting, and order processing functions.
Develop and implement customer service policies and procedures that align with the company's values and objectives
Address escalated customer inquiries, issues, and complaints, resolving them promptly and ensuring positive resolutions for all parties involved
Streamline, implement, and monitor key performance indicators (KPIs) for customer service, such as response times, order processing efficiency, and customer satisfaction levels
Work closely with Sales, Marketing, and other cross-functional teams to identify opportunities for the Sales team to upsell or cross-sell additional features or solutions that align with customer needs.
Implement training and cross-training plans with team members to ensure most up to date product and business process knowledge, while supporting their professional growth and developmentConduct performance evaluations for customer care team, providing constructive feedback to improve individual and team performance
Collaborate with production, quality, logistics, marketing, and sales teams to ensure seamless coordination and timely delivery of products to customers
Analyze relevant data insights, such as order patterns, product feedback, and customer preferences, to identify trends and opportunities for continuous improvement
Prepare reports on department KPIs and metrics and share insights and recommendations with the management team, sales team and other cross-functional stakeholders
Support Marketing and Sales with promotional events/campaigns when necessary
Work in collaboration with team to manage and maintain pricing catalogue/internal system
On board new customers and provide 1st level web-portal support and training to customers as necessary
5+ years of proven experience in B2B customer service/inside sales/order desk management within a manufacturing/distribution environment
~Strong proficiency in using MS Excel, ERP/CRM systems and other online portals
~
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